The impact of service/product performance and problem-solving on relationship satisfaction

被引：7

作者：

Chumpitaz, Ruben ^{[1
,2
,3
]}

Paparoidamis, Nicholas G. ^{[4
,5
]}

机构：

[1] IESEG Sch Management, Lille, France

[2] Lille Econ Management, UMR 9221, F-9221 Lille, France

[3] Univ ESAN, Lima, Peru

[4] Ecole Management Leonard de Vinci, Mkt, Paris, France

[5] Ecole Management Leonard de Vinci, Res, Paris, France

来源：

ACADEMIA-REVISTA LATINOAMERICANA DE ADMINISTRACION | 2020年 / 33卷 / 01期

关键词：

Marketing; Business administration; CLADEA2018; Administracion de Negocios; SERVICE QUALITY; INTEGRATIVE FRAMEWORK; CUSTOMER SATISFACTION; CONFLICT; MODEL; ORGANIZATIONS; DETERMINANTS; PERCEPTIONS; PERSPECTIVE; COMMITMENT;

D O I：

10.1108/ARLA-11-2018-0266

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Purpose The purpose of this paper is to merge service and product quality concepts as well as problem-solving capabilities and relationship satisfaction into an integrative model and empirically test it in business-to-business (B2B) context. Design/methodology/approach Hypothesis testing was performed using a structural equation model based on a LISREL approach applied to a sample of 1,218 industrial buying centers producing and marketing food and beverage products for industrial use in Belgium, France and Holland. Findings The model allows a comparison between the relative efficacy of product quality, service and sales quality as well as problem-solving in driving relationship satisfaction. The results demonstrate the relative effectiveness of sales team quality while also emphasizing the importance of problem-solving in building relationship satisfaction. Originality/value This study makes theoretical and empirical contributions providing a better understanding of the impact of service/product quality and problem-solving in building relationship satisfaction in a B2B context.

引用

页码：95 / 113

页数：19

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